About this section

2E sets out what a site must have in place to monitor, review and respond to quality issues, feedback, complaints and serious incidents relating to work undertaken under the Restitute Model.

It applies to Restitute Model delivery, client work, supervision, recording, practical support, benefits/application support, independent therapeutic referral routes, peer group support referral, research/evaluation activity and post-support contact where these relate to Restitute Model clients and are recorded in Lamplight.

It does not replace the Delivery Site's own organisational complaints, safeguarding, HR, data protection, regulatory or incident-reporting duties.

2E.1 Complaints, compliments and feedback

1. The site must have arrangements for receiving, recording, reviewing and responding to complaints, compliments and feedback about work undertaken under the Restitute Model.
2. Complaints about Restitute Model delivery should normally be managed through the Delivery Site's complaints procedure.
3. Complaints should be escalated to the Restitute Core Team where the site route does not resolve the issue, or where the complaint raises safeguarding, data, quality, model consistency or reputational concerns for the Restitute Model.
4. Compliments, positive feedback and learning from complaints about Restitute Model delivery should be reviewed as part of quality assurance.
5. Where feedback, a complaint or a compliment relates to client work, the relevant contact, action or outcome must be recorded in Lamplight.
6. Clients must be told how to raise a complaint or concern, how to obtain help to do so, and how to ask for the response to be reviewed or escalated. Raising a complaint or concern must not affect their entitlement to safe and respectful support.

2E.2 Serious incidents and serious concerns

1. The site must have arrangements for identifying, recording and escalating serious incidents or serious concerns relating to work undertaken under the Restitute Model.
2. Serious incidents may include actual or alleged events that result in or risk significant harm to clients, staff, volunteers, contractors, contributors or others; significant financial loss; data breach; safeguarding failure; criminal activity; serious governance failure; or serious harm to Restitute’s work, public trust or reputation.
3. Serious incidents involving Restitute Model delivery must be reported to the Restitute Core Team where they may materially affect Restitute, the Restitute Model, client safety, staff safety, operations, finances, data, delivery quality, public trust or reputation.
4. The Delivery Site must also follow its own legal, regulatory, safeguarding, data protection, insurance, commissioner and organisational reporting duties.
5. Serious incident decisions, actions and learning relating to Restitute Model clients or delivery must be recorded in Lamplight where they relate to a client record, and in the site's relevant incident or governance records.

2E.3 Quality assurance

1. The site must have arrangements for checking the quality of work undertaken under the Restitute Model.
2. Quality assurance should use Lamplight records, assessment completion data, client feedback, professional feedback, supervision, audit, case review, complaints, compliments and delivery learning.
3. Quality assurance should check whether Restitute Model delivery is safe, properly recorded, supervised, consistent with the model, and supported by the required Delivery Readiness and Assurance arrangements.
4. Quality assurance findings should be recorded and used to identify learning, corrective action, training needs, supervision needs or escalation to the Restitute Core Team where needed.
5. Before delivery begins, each Delivery Site must agree a written quality-assurance schedule with the Restitute Core Team. The schedule must state what will be checked, the minimum frequency and sample, who is responsible, how findings and corrective actions will be recorded, and when follow-up or central review is required.
6. Quality assurance must consider, as a minimum, referral and contact timescales, waiting-list management, assessment completion, recording quality, safeguarding and risk practice, supervision, complaints and feedback, accessibility and reasonable adjustments, practical support, therapeutic and peer-support referral routes, client outcomes and evidence of model drift.
7. Where suitable, lawfully collected data are available, quality assurance should consider whether there are unexplained differences in access, waiting time, engagement, support, outcomes, complaints or closure for different client groups or accessibility needs. Any material disparity should be reviewed and addressed.

2E.4 Quality improvement

1. The site must be able to respond proportionately where quality concerns are identified in work undertaken under the Restitute Model.
2. Where there is a concern about quality, the site must consider whether the issue appears to be system-wide, linked to a particular worker, linked to a team, or linked to a specific area of work such as recording, safeguarding, assessment completion, client contact, practical support, benefits/application support, independent therapeutic referral routes, peer group support referral, supervision or post-support contact.
3. The site's response may include more frequent supervision, additional training, therapeutic or one-to-one support for staff, changes to procedure, increased frequency of recording after client work, observation of client interactions with the client's consent, reduced caseload or transfer of specific cases to another worker.
4. The site must review whether the action taken has improved quality and reduced the concern.
5. Learning from quality concerns must be used to make permanent improvements where needed.

2E.5 Escalation to the Restitute Core Team

1. The site must have arrangements for escalating concerns to the Restitute Core Team where work undertaken under the Restitute Model raises issues that cannot be resolved safely or adequately through the site's own route.
2. Escalation to the Restitute Core Team should happen where there are concerns about safeguarding, serious incidents, data, quality, model consistency, outcome reporting, public reputation, or delivery moving away from the Restitute Model.
3. Escalation decisions and actions must be recorded in Lamplight where they relate to a client record, and in the site's relevant governance or quality records.